Resources from the episode:
Transcript of the interview:
Welcome back to the Learning Elevated podcast brought to you by Docebo. The show where we help you elevate your learning efforts and move up in the world of enterprise learning and development. Guiding you on your journey up the tower will be your elevator operators myself, Rob Ayre, and my co-host…
Kerri Moore. Now each week we stop off at a new floor and today, we’re getting off on the twelfth floor, “The Pitch”, as we speak with a sport technology company, Hawkeye Innovations about social learning and how they create that community within the platform. So, this is such a good interview today, I’m so excited, we’re really going into the weeds of what people are doing to really make a difference, don’t you think?
Yeah, absolutely. You know, in… in speaking with James over at Hawkeye, I was, it was really cool to see how, you know, he really looked at learning and… and the learning technology that they were implementing as… as something beyond just a place to host courses. But… but to make it a place that people actually want to go to, right? And… and I think there’s… there’s stuff that he talks about that I think there’s a lot of value that people will be able to get over just… just sort of change their thinking about their learning platform. You know, how do I make it that kind of cool cultural hub for my organization?
Yeah, and they definitely have achieved that I mean, as you said, like it just makes such a difference in the lives of people that are actually going in the platform because it’s somewhere that they want to be, it motivates them to learn and encourages them to do that as well. And, yeah, and frankly, I want one like that.
Yeah, absolutely… absolutely. You know, we usually will try to go through an article before… before we do it, but, you know, we’ve got a link back on the website and then you can go and check out. It’s called “Five Steps to Implement the Social Learning Strategy In Your Corporate Training”.
And it’s from E-learning Industry – head back there for some additional resources, but I don’t know about you, Kerri, I think I’m ready to jump right into the interview.
I think it’s about time. Yeah, we’re going to be speaking to James Ash today and he’s the Training and Development Manager over at Hawkeye, and basically, he just takes us through so much so we just wanted to open the floor to him.
Today we’re excited to welcome James from Hawkeye to the podcast, James welcome to the Learning Elevated show.
Thanks Rob, thanks for having me.
So let’s kick it off, you know, real simple. Tell us a little bit about Hawkeye and what you guys do.
So we’re a global source officiating technology and services provider.
We were rooted primarily in tracking. So back in 2001, we would work in cricket and then tennis, that’s predominantly what we were known for… for many years. But then since 2012 and saw invention of smart replace systems, we kinda ventured into the mode with a video officiating replay.
So we’re kind of better known now for our work, especially in VAR amongst other sports. In terms of globally, we… we operate, we have many offices around the world at the moment in Europe, America, Australia, and Asia… VAR systems, we… we actually work across, it’s about 21 countries, 21 leagues. We’re currently, I’m working in I think in that time since especially VAR, we’ve been working in over 133 competitions, international competitions as well. So our VAR services are a big cause of our business in addition to all of our core service call tracking services that we also deliver as well.
That’s awesome. And would you be able to speak to a little bit, how much learning plays a role in your organization?
Yeah, I mean, learning’s imperative to everything that we do. You know, long gone are the days where we would hire someone. And then the next day… was its own site delivering service. You know, the… the range of services that we now deliver. And then the level of which we are delivering a week. We simply cannot afford to put someone onsite without any sort of training. I mean, that was my experience when I first joined Hawkeye, about 12, 13 years ago. I remember my first site was in Wimbledon delivering a service. That has changed now. So learning is all about, you know, a big part of it is onboarding, you know, hiring a staff, delivering new services quite quickly, but also in the nature of our company, our technology changes very quickly. So each week, there’s usually a new release of some form of software. So we need to be able to actually teach our guys how to use that new… new software in response to that. So we can deliver our services on site. Another big part of our learning is also to be reactive.
You know, if something goes wrong, we need to be able to respond to that quickly. And the nature of working in… in live sports, officiating, is there’s immense pressure just to make sure that… that things go right. So, and when things don’t, we need to respond quickly. And, you know, the platform obviously has allowed us to do that which we can talk about a little bit later. But yeah, it’s essential to what we’re doing now.
Yeah. Let’s… let’s actually jump into that. So, so why did you guys, you know, end up going with Docebo and… and how is the… the platform being utilized on your end?
For us, Docebo ticked off a lot of boxes outside of just being an LMS. And ultimately, you know, the areas that we were interested in… in the most was very much the Coach and Share aspects, you know, just especially me growing up. I think LMS’s have the stigma of being kind of, having a sort of a stuffy place to come and log in and do your training. Certainly not a place where you would share and distribute information or engage in. So, you know, Docebo, it’s completely different for that. And I love that our generation of people that we employ, whether it is millennials or now zoomers. So they’ve grown up with that kind of social media interaction, learning things through videos on-site, and pretty much learning’s going on YouTube search. We wanted a platform that could respond to that, be flexible enough, but also enabling us to… to push material out quickly. It’s… to all regions and that we are pricing globally and that’s… that’s what the Coach and Share side… of the platform allows us to do. So. Yeah, we were able to respond incredibly quickly because of Coach and Share. That’s what it’s also gotta have… that more traditional kind of e-learning style there as well for… for important and necessary training in addition to that. So Docebo, yes, lots of ops for us because of that… that flexibility.
So putting it in kind of, you know, the real world, I guess you could speak. Can you walk us through how you guys use Docebo during the Rugby World Cup?
Yeah. So the Rugby World Cup was probably one of our first big projects with our platform. We were kinda up and running a few months before that. So we wanted to.. it was also a trial for us. We wanted to… to… to pick a department, our rugby department, kind of a medium-size about 20 or 30 operators, and the World Cup provided us with a great opportunity just to kinda utilize it. So there were three ways that we utilized it. One was in… in preparation for the tournaments we had. Because of the capacity of our operations at that time, we have multiple projects across different sports, different departments. Our rugby department was relatively stretched. So we need to train quite a few freelancers and get them up to speed ahead of traveling on sites. So we’re actually able to push out that… that freelancer consultant material out to those operatives. Which we’ve never been able to do before, you know, rather than burying some slides in an email chain or a lead counts to start wandering around, actually able to push out that material and also track that comprehension, their progress with it, well in advance of them heading on-site. So for us, that was a real big tick knowing that our staff were trained before getting on sites. The second part to it was a big part of it… was what we call doc that is our clip review process. I think part of what we do not, you know I talked about being reactionary as… as a… as a company. And if things go wrong, we make sure that the… the procedures are addressed or gaps in knowledge are filled. So it doesn’t happen again. A big part of that is actually our clip review system. So all of our operations on-site, reviews that made it to air, in rugby the… the… the name is TMO’s… what we’re able to do is… is after every match during that Rugby World Cup, we will… we will upload every TMO to our platform like a fly on the wall view inside of operations. And we could see how the guys react in situations in certain situations, their communication with the referees, CML referees in that control room, just because so then we could refine our standards, improve our standards of quality, you know, our head of rugby at the time was able to… to actually go through every click review every click as he was on the move. And that was a great advantage to us having that… that mobile platform side to the Docebo platform. Just it meant that, you know, he can review stuff on them as well as all of the other operators during that Rugby World Cup. And that was a huge piece for us because it meant that. I think over 260 TMS clips were able to be reviewed in the period of two to three weeks which we just simply wouldn’t have been able to do without that platform.
What… what would the typical like before you would be using Docebo? What would that kind of look like? How… how many would you typically be able to review? Or would it have even really been possible?
It would have been maybe one or two that kind of stood out would have probably been just uploading it to somewhere on the Google drive and a link sent out. And then you would hope that people have viewed it.
You never know, right?
You wouldn’t know, exactly. You wouldn’t know the level of engagement and participation and it became very much working practice for that World Cup was okay, not just finish – part of my responsibilities is to upload these clips to – we call it “the hub” our platform, Docebo platform, because we think it’s more suitable not just an LMS, but yeah, the, you know, the procedure was setting up those clips and then engage with it and actually view those clips.
You know, and our level of engagement across that department drove that sign was phenomenal. We’ve… we’ve never had that. And the nice thing about it now is… is post Rugby World Cup is we have this amazing training results on that channel, our rugby TMO channel, especially if you’re a new start at the company or a few working another department within our company, the fact that you can view any one of those CMO review clips and actually understand how those operators operate the pressure that they’re on the level of communication they have with the other few officials during that Rugby World Cup.
That level of insight we’ve… we’ve never been able to have before and I think now that material is there now, it’s probably good for several years into the future, it’s an excellent result for us. Yeah.
I mean, you spoke to it a little bit, but I wonder if you could speak a little bit more with what your learning program actually looks like now and how you’ve been leveraging the platform in other ways than you’ve already discussed?
Yeah. So a big part of what we do is… is as I mentioned for us is utilizing Coach and Share channels. For us, it’s really important that… that we utilize the platform as a communications tool. So not just an LMS traditional LMS. So, you know, we’re able to… to distribute information very quickly posting into channels and in terms of how our learning program is currently looking now we have established a core anytime that that’s a central to everyone that comes into the company.
So whether you’ve joined in, joined a spot on the development departments. If you’ve come in more kind of at management level. Will still go through the same core learning program that we put together. Just so then you understand… the departments within our company, the different technologies that we provide. So you have a good base level of knowledge, you actually understand more about the company that you’re working within, not just your department or your region that… that… that you’ve joined. So that’s been a big fundamental shift for us is that we can put everyone through that same initial core learning plan. And because obviously it’s a global platform, it means that we can also hire stuff in… in Asia, America, Latin America, we can put them through the same quality and level of training as well. And that that’s being really fundamentally is rolling out training on… on a much wider scale for the very first time.
And with that I might say instances, how are learning plans as kind have adapted and how it looks now… you know, I talked a big bit about our clip review system. I know I mentioned it in the rugby example but, you know, a big part of… services we deliver is the VAR systems.
So I mentioned that we are involved in over 21 leagues… champions league, World Cup, international events. So it’s really important that we get a handle on… on how operators are in China operating to guys in the USA, to guys here in the premier league, Italy, Spain. There’s a level of… of high quality and consistency that… that run throughout that and having the platforms upload weekly clip reviews.
Good examples of… of reviews, bad examples here to critique them, then share them amongst our… business as a whole and people involved in… in VAR across the whole of the business and then feed back the learnings from… from those clip reviews is… is… is quite important since it’s… it’s driving standards… standards forwards and it’s completely revolutionized that.
So we have this run domestically, clip reviews to each legal run on their own and they’ll feed into more of a global review in… an Asia, click review. And then we’ve got guys from Turkey commenting on operations in China, commenting on operations in the USA where they’ve been able to raise those standards, highlights, failings, and flaws proves those standards to us and you know, and… and then ensure that… that we can drive forward that better level of service.
So it’s vitally important for that.
So, one thing I’m kind of interested to learn a little bit more about too. Is, you know, how you… how you focused on trying to make the learning platform a place where people want to be kind of making it that social hub, can you kind of walk us through that? Maybe even show us a little bit on… on kind of how you… how you tried to do that?
Perfect. Yeah, I will actually share my screen with you to show you. Great. This is our platform here. So if I logged into it… a big part of what we wanted to achieve was a kind of a social drive to the platform, you know, in the current climate with the lockdown and COVID-19, it was really important that we felt that our staff we’re still connected. Not only to the business but also to themselves. So we actually launched this “keeping connected” campaign within the platform. And also it was to say also increase buy in into the platform. If people can. It’s a place that people want to log in. It looks nice. It’s engaging, there are other things to… to… to be a part of outside of just core learning. And then it’s gonna help bring our staff and our workforce together. So it’s a big push for us to… to make sure that that was successful… If I go into the social science of our platform here, you can see, you know, it’s a vibrant fun looking page.
So it’s also about kind of buy-in and engagement. And we think that this kinda ticks some of those boxes. Umm I’ll highlight just a few different areas. One area that’s worked particularly well is we have this playlist… “parts place” channel. We could also have their own discs.
Erase especially people in the UK. Well, kinda dive a bit more about the… the idea is that employees can put together a playlist, on Spotify or another platform and they can then nominate someone from within the company to then post their playlists. So we’ve actually, you know, looked at employees here with bounce around parts of Europe, over to America. You know, it’s just a great way of engaging our workforce globally. So this has worked really well and this is still ongoing. It’s been a yeah, a real nice use of that. We’ve also had guys engaging, I’ll get back to that page here – uploading podcast recommendations, workout links. So.
That’s the fun stuff. So that’s very much kind of our music. So, we have cooking channels on here. So people are posted there… successes in vegas… making conquests.
So… he’s been pretty good actually. Okay. And also we’ve got, you know, we’re trying to engage people.
So we have a challenges section here. So for example, I can show you my really poor example of the challenge here’s, the trick shots at home that we’ve got here.
This is great.
This is my version of it.
For anyone that isn’t watching that, then yeah, he’s… he’s throwing a teacup – sorry, a tea bag into his cup and he wanted to get it over his shoulder.
It’s pretty epic, yeah.
So, you know, it’s just… it’s just, it’s completely changed hopefully the mentality of… of an LMS for our staff.
And it’s brought people together and, you know, people who are perhaps not as gregarious, and real life at the office or on operations, you know, they can post something on here and get a reaction. And you learn so much more about your colleagues by having this… this kind of side to the platform. So, you know, we are very much gonna keep place and we’re going to resolve it so that people can engage with it more and more. So that as I said, they kind of see it more as a central hub rather than just an LMS which is great. And you can see we’ve also got links out to our twist pages and Instagram pages. And again, a lot of work was soft. I didn’t even know that we had a page or an image. So it really kinda helps bring people together in that sense. So, yeah, I think it’s been a good campaign to… to be a part of these last couple of months.
Absolutely. I was gonna ask, actually, because you said that this is obviously kind of taken off because of COVID in us being in lockdown. Has there been any other learning programs or materials that you guys have provided for COVID or has it been.. yeah?
Yeah, we have, so actually are using a couple of weeks here. We rolled out, I will show you here “back to business” page. Okay. So this is all about what we are doing as a company to get our workforce back to business. We named it back to business because it’s not… it’s not about returning to work – lots of people are still working. I myself would probably work harder these last two months than… than previously – so it was important that people understood where we stood as a business, the preps, you know, the procedures that we put in place, protocols that we put in place. And, you know, and… and the great thing about our platform is that we’re able to respond quickly to that. So we are to actually put this together within three days, the preference resources, I can show you a little bit here. There we go nice about the importance of returning to sports. You know, our business plan is that it’s embedded on that front page. So people can just flip through it instantly and see lots we aren’t doing to get people back to business. We can then, you know, as part of that, we can roll out some closer training. So that’s an excellent course that people can follow… with a couple of channels here with relevant information for line managers, general kind of operations and… and offices. And if I click on this page , it will break out onto another page which will inform people, you know, important information related to our business here. So useful resources. So, you know, getting people involved in… in local campaigns, their local communities. This… this for, I don’t see your screen here. It’s about working from home, how to cope in the current climate et cetera… et cetera. And also these… these infographics. We can also have an events page which is great. So people can just say, you know, on top of this in phones ahead of returning about business, which is great. And the channels gave us that flexibility again rather than all of us being buried in a formal course, we can pull our central information. We can chop and change out stuff that’s current, which would, you know, as I said before is… is one of the reasons why we went with this particular platform way. But sitting there but things like a case study, he has two people, a sense of you, the bundle sleeves associated with some flat rate this fall and operations in Germany. So we’re actually able to show them. Okay, this is what we did. This is how we got to that stage. And this is why successful since you were sending and delivering their service and so being able to share that quickly and easily without. So stuff, this is a big boost… to that, that’s a business campaign…
And did find once the… once the league did start back up where… were your operators uploading content and sharing kind of what it was like for them on the ground now to be, and that’s like I’m assuming that the… the environment that they would be in would be a little bit different than pre-COVID, were they able to kind of upload and share some of those experiences?
Yeah. And they were. And, you know, we put together that case study in Germany. So, you know, the guys were actually able to take photos on sites that operate operating conditions and share that information with us. And again, you know, the platform made it easy for us to do that because, I mean, it’s all about pointing, loading and sharing and uploading files, et cetera. So, yeah. So, you know, the… platform allows us to respond quickly in that sense, that lower price could engage and all that material. And we can just, we can pull that information together, put it into our back to business page which has been great for us.
I’m curious and kind of have a from… a, from a sort of a qual quantitative standpoint in terms of, you know, when you first sort of brought Docebo on, were there any kind of metric goals that you wanted to achieve? Whether it was like completions are active users or anything like that… that you’d be able to share with us?
I think for us, it was important that, by the end of the first year we were representing all of our departments on the platform. You know, typically our departments are broken up into… sports. We… We operate in over 20 plus floats on the services that we provide. So what… What was important for us is that every department felt represented on the hub by the end of that first year. You know, we went through several iterations for the platform initially just having a page that everyone was not being told with various channels et cetera… et cetera. But what we found when and especially since our experience with Rugby World Cup was that was our first real kind of trial of the platform is that the actual departments can be using this in different ways and, you know, I can flip through a very… very quickly a couple of pages here. So we have a, this is the tennis department page here where it’s not just about training material. It’s about resources that support operations on sites, whether it’s manuals and troubleshooting documents, whether it’s operation information, but it’s… it’s information about new projects and are involved in all of this information is being shared amongst the tennis department. And it’s gonna be, you know, this looks different to you. And if I go to a cricket higher, okay, we’ve got the nine widgets on that, but they are breaking on so lots of different areas. So there’s different ways of kind of structuring that material. And the nice thing about this and the reason again why we… We also work well with Docebo because a lot of our resources were buried in a… in a Google drive. You know, we’ve been using Google Drive extensively for years and the problem that occurred is that lots of our material is… is fairly inaccessible unless, you know, where you’re looking.
Now, there are lots of folders, subfolders, just titles and it’s very difficult to actually find the information that’s relevant to you depending on what stage are in, you know, kind of question around them within Hawkeye. Well, the department that you’re in. So what we’ve been able to do is pull all those resources together into one central area… and… and… and also divvy them up into the appropriate sections.
So if I’m a cricket operator, I want to know about tracking. I click on that widget. We’re taking to the tracking page for wants to know about additional services and cricket, click on that. It’ll take me to all the information about additional services.
So having that agnostic platform and integrating with our… our… our existing Google drive is… is really helped us really kinda get off the ground quickly and running, and I think we’re… we’re kind of getting an intermediate phase between and putting our existing resources and then putting them into engaging courses and producing excellent interactive engaging courses which is kind of where we want to be in… in a year’s time.
But we’re in this nice kind of medium at the moment where we’re making all of our content relevant and easy to access by putting it from the Google drive and putting it into courses. So yeah… so, yeah, lots of work has gone into making sure that this works well for each department. Yes, customizing those pages. And again, you know, all about increasing buy in and participation into the platform. We… We very much see this platform as being central to everything that we do within our business, not just learning but, distribution of material, communication, people’s personal and professional development, all of our pricing all of that into this platform. So ultimately, you know, we can see where our strengths and weaknesses are, as a workforce. We can select those with skills and qualifications that we feel might be better suited and others is the business. Just then we can make sure that we are, you know, driving change and… and then proving our services as much as we can about utilizing our stuff.
And I, and we see this platform is being key to… to… to be able to… to… to be able to do that. Yeah.
Amazing, well, James. Thanks so much. I was… I was gonna cap it off by asking what… what your learning programs are looking like in terms of the evolution to the next year, but I think you kinda went a little bit into that you’re going to maybe some of those more interactive courses.
Is there anything else that you’re kinda looking at for… for the coming year that you really want to kind of focus on on your team?
Yeah. I think trust at the big challenge is being able to… host rollout training material that removes the… the need for having so many one on one training sessions. Lots of, you know, we are a global workforce, but yeah. And then also the time we are flying operators from all areas of the world either back here into the UK to be taught we’re flying trainers as outs to those various regions to… to teach them how to… to deliver our services. So what we’d like to be able to do is… is really, you know, this is not a small undertaking by… by any stretch of the imagination but actually create a learning environment that’s almost replaces the need for that… that one-on-one training, you know, it’ll be a mixture of an excellent interactive web content.
Sorry, excellent interactive e-learning content as well as live content, you know, the integration webinars and… and… those kinds of sessions within the platform as well. And, you know, that would be a great place to be. And it’s a great goal to be in whether it’s to the end of next year.
I don’t know if it would make quite a difference to… to us as a company. As I said, it was that we can deliver training globally and also to the same send us that we would expect if we were delivering training here in the UK. So that’s a nice sort of goal.
And it’s a nice little goal but something this is, I’m gonna work on which is… which is… which is great. And yeah, I think a lot of the, a lot of the customers that we speak to on the show and… and… and in general, that’s a big thing right now that they’re realizing that they need to get to that point where they don’t need to be, you know, people don’t need to be traveling to go somewhere to get that type of training. And how can I evolve? But… but it’s… it’s a, it’s… it’s… it’s easier said than done. There’s a lot of work that needs to go into… to make that possible, right?
It’s lots of work, yeah, you know, and then traditionally, you know, that there’s a lot to catch it. It’s to replace one-on-one sorry, what face to face training there’s a lot to… to capture outside of just excellent material and it’s bringing all these tools into the platform. So we’d have to do that. And they’re there, it’s just a way of utilizing and probably planning that so that we can achieve these goals, so yeah, we’re excited to… to be able to hopefully do that at some stage
Great. Well, James, thanks so much for joining us today. This was a great chat.
It was awesome.
It’s my pleasure.
A big, thank you to James for joining us today. You know, what a… what a beautiful platform an awesome effort that they really put it into to make it that… that cool place for learners to go.
Absolutely. I think with them focusing so much on what the platform looks like and it makes such a difference. I mean, one of the things about having a platform that is white labeled is that you can really put your own spin on things. You can really make it an environment that not only says sync to your company and your brand but also some of it’s really fun.
I mean, you know, you guys didn’t get to see that on the podcast but there was one section where he showed some of the resources that they were gonna offer their learners because of COVID and everything that’s happening. And it was so bright and so inviting and so informal and not corporate. And, you know, I think that’s just such an important thing to have if you’re going to be wanting people to come in on their own accord. And, you know, post things about that life outside of work as well. It needs to be something that’s that. Yeah, yeah, absolutely.
And… and you know, not to… not to make it too much of a sales pitch on the Docebo side of things. But the… the way… the way that they are creating separate pages and separate experiences for the different departments, I think it’s a really cool thing for organizations, listen to this to really think about it’s like how do I make sure that, you know, my marketing department say is learning from my sales department?
Or, you know, how are we sort of creating that… that cross-collaboration of knowledge where one organization, one part of the organization is doing one thing in a certain way that is really… really great. Well, how do we sort of share that knowledge and… and sort of open up those opportunities for other people to learn? And yeah, it’s just really great to see how they’re really turning their platform into a soap platform in… in that they’re now? Okay. How do we utilize this… this sort of digital space to prepare for people to go back to work? You know, sharing those to share that advice, cross colleagues servers are a really cool way that they’re going about that?
Exactly and he spoke a lot about how there was just a lot of user-generated content there as well and just started wanting to help people and give advice. And maybe some people that have already gone back to work after COVID and they’ve already started to make those… those steps.
Because people are scared, you know, and rightfully so as they’re if they can hear from their colleagues themselves to be like, this is what we’ve done this is how it goes. You know, this is the best way to do it then it just makes it so much more inviting and not, yeah less of a stress for sure.
Yeah, absolutely. So, yeah, once again, thanks James for joining us next week. You know, we’ve… we’ve really leaned the, into the whole elevator theme.. And so, we’re actually gonna skip floor 13, you know, as most buildings as I understand more in North America then in Europe. But for 13 is definitely something that we’re going to be skipping through to the old superstition.
So we’re gonna be jumping right on floor 14. So hope you’ll be joining us.
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